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Troubleshooting Match Stream Purchase & Payment Issues

  • Updated

If you're unable to purchase or access a match stream, follow these steps to resolve the issue.

Step 1: How to Purchase a Match Stream

📌 Find the Match

  • Open the Matches tab and select the desired match.
  • You can also use the search bar to find a specific team.

📌 Check the Watch Tab

  • If the Watch tab is missing, the match is not available for streaming.
  • If you see an error message, the match may not yet be available for purchase. The "Buy Now" option usually appears closer to kickoff.

📌 Verify Your Payment Method
If the Watch tab and purchase button are visible but the transaction fails, check your Apple ID or Google Play payment settings:

✅ For Android:

  • Open Google Play Store → Tap your profile icon → Payments & subscriptions.
  • Select Payment Methods to update or add a payment option.

✅ For iOS:

  • Open Settings → Tap your name → Media & Purchases.
  • Select View Account → Manage Payments to add or update payment details.

Step 2: Restore Your Purchase

If you've already purchased the match but can’t access the stream, follow these steps:

📌 Restore Purchase on iOS & Android

  1. Ensure you're logged into the same Apple ID or Google account used for the purchase.
  2. Force-close and reopen the OneFootball app.
  3. Go to the match page and tap the Watch tab.
  4. Scroll down to Restore Purchase and tap Restore.

✅ If successful, the "Buy Now" button will disappear, and the stream will be ready 15 minutes before kickoff.

📌 Additional Fixes if the Issue Persists:

  • Restart your device.
  • Log out and log back into your OneFootball account.
  • Uninstall and reinstall the app.

Step 3: Troubleshooting Payment Issues

📌 General Fixes

✅ Check Login Status

  • Ensure you're logged into the correct account used for the purchase.
  • Try logging out and back in.

✅ Update the App

  • Download the latest version of OneFootball from the App Store or Google Play.

✅ Check for Software Updates

  • Ensure your device’s operating system is up to date, as outdated software can cause compatibility issues.

📌 Device-Specific Fixes

✅ Android Users:

  • Make sure your payment method is valid.
  • Disable Power Saving Mode, which may restrict app functionality.
  • Turn off Battery Optimization, as it may interfere with the app.

✅ iOS Users:

  • Ensure you're connected to Wi-Fi or mobile data.
  • Turn off Do Not Disturb or Focus Mode, which may block notifications.

Step 4: If You're Still Having Issues

📌 Clear Cache & App Data

✅ On Android:

  • Go to Settings → Apps → OneFootball → Storage → Clear Cache & Data.

✅ On iOS:

  • Uninstall and reinstall the OneFootball app.

📌 Verify Payment Processing

  • Check that your bank or payment provider has not declined the transaction.

📌 Confirm Your Purchase Receipt

  • If you haven’t received a confirmation email, your payment may not have been processed.

📌 Contact Support

If the issue persists, contact our support team with the following details:
✔ Description of the issue
✔ Steps you've already tried
✔ Email/account used for the purchase
✔ Device used for purchase
✔ Screenshot of your purchase confirmation (including order ID from Apple or Google)

❗ Note: PayPal or bank statements are not sufficient proof, as they do not contain the necessary purchase details.

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